CB Airlines and Air Travel Malaysia Airlines Delays and standard of service provided during our flight from london to Cairns Australia and return. Booking reference WGCN2H refers.

Malaysia Airlines review: Delays and standard of service provided during our flight from london to Cairns Australia and return. Booking reference WGCN2H refers. 1

Gregory Overs of Abergavenny, GB

Oct 13, 2024 6:52 am EDT

Verified customer

Review updated: Oct 15, 2024

Featured review

I wish to make a complaint regarding the standard of service received on our flight from London to Cairns Australia and return. Booking reference refers for 9 people including 3 children ages 6,9 and 10.
1/ The flight London to Kuala Lumpur flight no MH1 was delayed for aproximately one and a half hours while we sat on the plane on the runway before take off.
2/ The flight from Kuala Lumpur to Sydney MH123 was delayed arriving in Sydney, too late to make the connecting fligth from Sydney to Cairns with Virgin Airlines VA1419. Malaysia Airlines transfered the flight to the 15.20 flight No VA1423. We arrived at the booking desk at Virgin Airlines in Sydney domestic terminal at aproximately 12.30 to book in. The booking clerk started to book us in but was unable to to do so. All 9 of us including the three children were stood at the booking desk while the booking clerk and her superviser was trying to sort out the problem from 12.30 until aproximately 16.30. During this time at one point they tried to blame our local travel agent Miles Morgan and suggested we contact them. However I stated that it was 4.00am in the morning in Abergavenny UK and anyway the problem was nothing to do with them but with Malaysia Airlines. They then told us to telephone Malaysia airlines ourselves to sort out the problem after they themselves had been on the phone to them for ages. I then phoned them and was on the phone for at least an hour while they tried to sort out the problem. Eventually they decided that the only way to sort out the problem was to cancel the tickets and re issue them. However by this time we had missed the 15.20 flight and the next virgin flight to Cairns was the next day. They eventually re booked us onto a Jet Star flight No JQ956 departing from Sydney at 19.45 and due to arrive at Cairns at 22.50. However this flight was delayed and we eventually arrived in Cairns at Mid Night, some 8 hour s later than orriginally scheduled. This caused my sister who was due to meet us off the plane with a mini bus taxi to make 2 wasted journeys to the airport to meet thwe earlier flights from Sydney before finally meeting us at mid night causing additional taxi hire expence.
3/ On the return journey from Cairns to London departing from Cairns at 13.30 on 25-08-2024 and due to arrive at london at 16.35 on 26-08-2024 the flight from Kuala Lumpur flight no MH4 was delayed from 09.50 to aproximately 14.30. We therefore gad 8 hours in Kuala Lumpur airport during which time I became unwell. My duaghters therefore vbooked me into a sleeping pod for 5 hours at additional expence. We eventually arrived home at mid night on 26-08-2024 instead of the expected time of aproximately 8.00pm

The whole experience of travelling with Malaysia Airlines was incredibly distressing and extremely stressful especially as there were 3 young children involved.
I paid a total of £17348.46 for the 9 flights and did not receive the standard of service expected. I therefore feel my complaint is justified and should be compensated.
I initially tried to make this complaint to Malaysia Airlineds usin their on line complaints form but it seemed to require a seperate complaint for each person and a sperate form for each flight and did not seem to cover my total experience. I then telephoned Malaysia Airlines on [protected] to try to make my complaint. After giving the flight booking reference the person from Malaysia airlines said he couldn't find the details and I had to give him the E Ticket numbers. After briefly stating my complaints he said he would pass it onto his manager. Iasked him what were the next steps but he was not fothcoming. All he kept doing was appologising. He was difficult to understand and eventually I gave up and put the phone down as I was not getting anywhere.
Having spoken to my local travel agent at Miles Morgan they suggested I E mail them and they would forward it onto Gold Medal Travel to deal with. which I did. Unfortunately they couldnt deal with it and suggested I contact Malaysia airlines direct.
I am now submitting this to you after much delay and trust I will hear favourably from you.

Claimed loss: £17348.46

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C. Armstrong

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C. Armstrong

Oct 15, 2024 8:53 am EDT

Verified customer

Submit a formal written complaint to Malaysia Airlines detailing the delays, missed connections, and additional expenses, emphasizing the impact on the group, especially the children. Include your booking reference and all relevant e-ticket numbers. Demand compensation for the inconvenience, extra expenses, and the stressful experience. If Malaysia Airlines does not respond promptly, consider escalating through aviation regulators or a travel compensation service. Keep records of all communications for future reference.

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